# Sample knowledge article: VPN says “could not connect”

**Audience:** Fictional sample for a general employee audience. Follow your organization’s approved support process.

## Before you start
Save open work. Do not share your password, MFA code, recovery answers, or private keys with anyone. If you see a security warning or an unexpected MFA prompt, stop and contact your service desk through its verified channel.

## Try these safe checks
1. Confirm your device has an internet connection by opening an approved public page.
2. Check whether your organization’s service-status page reports a VPN issue.
3. If you recently changed your password, lock and unlock the device using your normal sign-in method, then retry the approved VPN app once.
4. Confirm the device date and time are set automatically.
5. Restart the approved VPN app and try once more. Avoid repeated attempts if the account becomes locked.

## If it still fails
Open a support request and choose **Network & VPN**. Include the approximate time, device type, network type (home, office, or mobile hotspot), exact non-sensitive error wording, and which safe steps you tried. Do not attach screenshots that expose personal notifications, tokens, or unrelated information.

## When to contact support immediately
Contact the verified service desk if you cannot work, receive a suspicious prompt, see a certificate or security warning, or suspect that your account or device may be compromised.

**Article owner:** Sample Service Desk Knowledge Team  · **Review cadence:** quarterly and after a relevant service change  · **Version:** demonstration 1.0